Head of Digital Experience

🕒 il y a 8 jours

🚗 Michigan – Distant

🚗 Michigan – Remote

💵 $193 162 - $314 615 / an

⏰ Temps Plein

🔴 Expert

🛍️ Spécialiste e-commerce

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Flagstar Bank

Site WebLinkedInTous les Emplois

5001 - 10000 employés

🛡️ Assurance

💼 Conseil

🏥 Santé

Insurance • Consulting • Healthcare

Flagstar Bank est une banque commerciale diversifiée axée sur la création de relations pour accompagner ses clients dans leurs parcours financiers, qu'il s'agisse de besoins personnels ou professionnels. La banque offre une large gamme de services financiers, y compris la banque personnelle et commerciale, les prêts, les hypothèques, la gestion de patrimoine et les services d'investissement. Flagstar s'engage dans l'implication communautaire et à répondre aux besoins bancaires de quartiers diversifiés, y compris ceux à revenus faibles et modérés, tout en promouvant la diversité, l'équité et l'inclusion au sein de ses opérations.

Description

• Own the multi-year roadmap for Flagstar's consumer digital banking experience and the investment case behind it • Establish the operating model connecting business ownership to delivery, including decision rights, intake, prioritization, and working cadence with Enterprise Technology • Define experience domains and accountability for each customer journey • Represent consumer digital banking in enterprise technology prioritization and investment decisions • Partner with the Chief Marketing Officer to connect acquisition demand to digital experiences that convert and retain customers • Own the function's performance scorecard covering account production, deposit balances, digital adoption, activation, and retention • Own digital interactions including online banking enrollment, first login, account funding, direct deposit setup, debit card activation, digital wallet provisioning, alerts, bill pay, transfers, help, secure messaging, and dispute resolution • Define metric definitions, control group design, and reporting cadence; report performance, tradeoffs, and recommendations to the Executive Leadership Team • Build and lead the digital experience organization, hiring experience owners and shared UX design and digital analytics staff • Establish standards, quality expectations, and operating rhythm for customer-facing systems • Develop a capability plan to scale the function without proportional headcount growth • Manage employment, performance evaluations, staff development/training, disciplinary actions, succession planning, and compliance adherence • Co-own the roadmap and backlog with the dedicated engineering team under Enterprise Technology • Hold core banking, digital banking platform, and third-party providers accountable to service, quality, and roadmap commitments • Maintain the boundary between business ownership and platform operation • Escalate delivery risk and own sequencing decisions when capacity is constrained • Ensure digital experiences meet risk, compliance, privacy, accessibility, and fair banking requirements • Build governance for digital experience decisions, including prioritization, testing, and measurement • Partner with Consumer Product, Deposit Pricing, Marketing, Operations, Fraud, and the contact center on customer-facing changes • Represent the function in regulatory, audit, and internal control engagements • Perform special projects and additional duties as required • Maintain compliance with applicable laws, regulations, policies, standards, and required training

🎯 Exigences

• Undergraduate Degree (4 years or equivalent) in marketing, business, or another related field required • 15+ years in digital product management, digital banking, or consumer digital experience, including senior leadership of a digital product or digital experience organization • Demonstrated ownership of a consumer digital account opening or digital banking platform experience with measurable customer and business outcomes • Track record building a digital product or digital experience function, including hiring product management and UX design talent and establishing the operating model • Command of funnel and lifecycle measurement, event instrumentation requirements, control group design, and defensible attribution of business outcomes • Experience operating where product management and design report to the business owner and engineering reports to technology • Working command of risk, compliance, privacy, accessibility, and fair banking requirements governing consumer digital channels • Experience holding core banking and digital banking platform providers to delivery commitments • Master's Degree or postgraduate equivalent in business or another related field preferred • Consumer banking experience, particularly deposit growth, digital onboarding, and digital servicing preferred • Experience with a digital banking platform replacement, core conversion, or online and mobile channel convergence program preferred • Experience building a function from the ground up in a matrixed organization preferred • Deep command of the consumer digital banking funnel from account application through servicing • Ability to operate against and defend a performance scorecard to Finance • Credibility to work with enterprise technology partners as an equal • Judgment to build a small senior team accountable for broad customer-facing systems • Strong recruiting instinct for product management and UX design talent • Disciplined prioritization across competing experience domains • Sound judgment in a regulated environment • Executive communication translating digital performance into deposit balance, retention, and revenue terms • Continuous improvement orientation • Ability to build partnerships across Marketing, Consumer Product, Operations, Technology, and Risk • Ability to build and maintain effective stakeholder relationships through clear communication and proactive collaboration • No unusual physical exertion is involved

🏖️ Avantages

• Medical insurance • Dental insurance • Vision insurance • Life insurance • Disability insurance • Comprehensive leave program • Variable incentives, bonuses, commissions, or other awards may be included in total compensation • Reasonable accommodation available for the recruiting process